Fulfilment charges and payment issues

Understand the charges

Your fulfilment price schedule identifies the product, decoration, delivery and any agreed preparation or service charges. Review the tax basis and payment arrangement shown for your service.

A retail price in your Shopify store is different from the amount charged for fulfilment. Check both when planning your range.

Review an order

1. Open the linked fulfilment order.
2. Check the mapped products and quantities.
3. Review the charges and payment status.
4. Complete any payment action shown.
5. Check the resulting order state.

The current payment instructions explain the applicable payment stage and how failed payments are handled.

If a payment fails

Read the failure message and use the offered recovery action. Keep the original order reference. A retry should resolve the original payment attempt through the supported workflow rather than create another order.

If the result is unclear, check the payment status or contact the team before paying again. A pending response is not confirmation of either a completed charge or a failed charge.

Billing questions

Provide the fulfilment order or invoice reference and the amount you are querying. Keep full card details and private payment credentials out of support messages.

Changes to products, quantities, destinations or the agreed service can change the charges; use the current schedule and order breakdown.

Compare like with like

Write down the complete fulfilment cost for one representative order: garment, decoration, any setup or finishing, packing and shipping. State which amounts include VAT. Check whether any setup or account charge is separate from the per-order cost. The price your customer pays in Shopify is not evidence that Colour Apparel has received payment or accepted production.

When a charge looks wrong

• Compare the exact garment, quantity, branding positions and destination with the current service schedule.
• Check for a separately agreed setup or packaging charge.
• Keep the invoice or order reference and the amount in dispute.
• If a payment appears pending, ask the team to confirm its status before attempting another payment.

A useful billing message

For example: “Please check the delivery line on fulfilment order [reference]. The accepted destination is [country/postcode] and I expected [service]. The invoice shows [amount and VAT basis]. I have not resubmitted the order.” Replace the placeholders with your own information and keep full card details out of the message.